Job Description

"The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have." Some careers shine brighter than others. If you\xe2\x80\x99re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Assistant Manager. Why join us? GC UK \xe2\x80\x93 BIOG (Business Implementation Operations Group) is responsible for set up of custody accounts and maintaining the static data for new and existing custody accounts on the Global Custody System. The process consists of Account Opening, Account Closing, Static Maintenance, Client Static Integrity Check as well as CLS Plus static support to HSS, GFX & PCM team. We support UK, Lux and Dublin, covering 19 different HSS Systems The Opportunity: Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. Supporting Account Opening, Account Closure and Static maintenance on all key systems as per client requirement. Ensuring BAU, Projects, ad-hoc request is managed appropriately with controls in place and without compromising the quality What you will do:

• Ensure daily operational efficiency by oversight and close monitoring of operational workflows, market specific requirements/procedures and performance of various systems in Static Data Maintenance processing for Custody account.
• Monitor process productivity to ensure quality targets are achieved. Issues/problems are fully analysed and resolved or escalated where necessary. Appropriate action/controls are taken to prevent recurrence.
• To acquire a broad understanding of the custody business and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc. that may have implication to the daily operations.
• To prevent any operational losses by establishing effective internal controls and check points to scrutinise exceptions/errors that could lead to potentially fraudulent situations. All controls and checkpoints will be reviewed periodically for effectiveness test.
• To lessen the impact of erratic workflows/volumes through effective resource planning, leave management and process prioritization by allocating/reallocating resources across teams.
• Ensure \xe2\x80\x98knowledge retention\xe2\x80\x99 by reinforcing concepts through continuous staff development and cross training across the business.
• Procedural changes/new initiatives/workflows are reviewed, fully communicated and implemented across the board.
• To ensure team members consistently maintain a high level of customer service by achieving established SLAs.
• To support/implement Business Continuity Plan (BCP) by adhering to Group BCP guidelines.
• Monitoring \xe2\x80\x98Service Quality\xe2\x80\x99 of the team to ensure high Customer Service Standards.
• Drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team.
• Recognize, reward and set high internal service excellence benchmarks to ensure improved customer satisfaction.
• Problematic situations are proactively identified and escalated where necessary to ensure maximum customer satisfaction is maintained. Appropriate controls are put in place to improve quality and prevent recurrence.
• Customer issues are handled with care and receive full consideration. Situations are promptly managed and escalated on a timely manner.
• Customer related data are handled sensitively in accordance with Global Standard and Group Risk and Compliance standard.
• Effectively drive and manage change to achieve business goals (e.g. process improvements/changes in procedures)
• Lead by example through service excellence and driving quality initiatives for improved internal Customer Satisfaction.
• Reward and recognise service excellence and keep high staff morale through \xe2\x80\x98Celebrating Success\xe2\x80\x99. Provide feedback on reward and recognition for service excellence.
• To guide and coach team members on technical capabilities.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
• Brief team members regularly and ensure that they are aware of individual/department performance targets and achievements on a timely manner.

Requirements
What you will need to succeed in the role:

• Good communication skills, ability to converse confidently with senior stake holders in country/city offices
• Very good written and verbal English language skills
• Good negotiation and influencing skills
• Vast experience in Custody Accounts Static Data processing would be an added advantage.
• Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.
• Leadership skills, with ability to build rapport with business areas.
• Eye for detail in identifying errors/mistakes that they are aware of individual/department performance targets and achievements on a timely manner.
• A good understanding of the overall securities industry from an operational and regulatory perspective.
• Knowledge of excel.
• Knowledge on MS Visual Basic is an advantage.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role. You\xe2\x80\x99ll achieve more at HSBC HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.\xe2\x80\x9d Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. ***Issued by HSBC Electronic Data Processing (Malaysia) Sdn Bhd***